Engineer Manager

Andrew C. Vaughters

**** ********* **.

Saint Charles, Missouri 63303

660-***-****

***************@*****.***

*CCNP Collaboration, CCNA Route/Switch, CCNA Wireless

*8 years of extensive Cisco Unified Collaboration experience, including Call Manager, Unity Connection, UCCX, Presence (Jabber), WebEx, Attendant Console and third-party SIP integration

*Gateway (SCCP, MGCP, H323), SIP Trunk integration, ISDN, PRI POTS line implementation

*Contact Center Scripting, IVR and CSQ Configuration and Troubleshooting in UCCX

*Customization of CUIC Reporting for Data Optimization

*Utilization of Real Time Monitoring Tool, Debug, and CDR/CMR Logs in isolation of critical voice quality issues

*New site design, implementation and auditing projects for large-scale enterprises encompassing entire call flow process from carrier to customer equipment and Unified Communications

*Head of design and support for Cisco VoIP environment for Medical Group offices and Centralized Call Center spanning the greater St. Louis area for major health care provider

*Providing work from home solutions for Call Center employees with quick turn around

*Support for hundreds of customers, each with unique network, voice and security infrastructures, often with minimal documentation provided

*Played integral role in moving to scalable automation for repeatable changes in Call Manager, Unity Connection and UCCX Desktop Admin to rapidly changing customer environments

*Troubleshooting network and local computer problems at all levels of the OSI model

*Configuring and monitoring routers for the use of static and dynamic routing protocols such as EIGRP, BGP and OSPF. Layer 2 Switch configuration for multiple VLANS

*Cisco ASA Configuration through CLI and ASDM

*Experience with alternative security and firewall options including SonicWall, WatchGuard, CheckPoint and Palo Alto

*Filling team leadership roles through hands-on coaching/training, workflow optimization and process documentation

*Exceptional customer service in fast paced, high demand operations center

Education:

Ranken Technical College-St. Louis, MO

Associates in Science

IT-Cisco Networking/Voice

2011-2013

Truman State University-Kirksville, MO

Business Management

2003-2007

Career Experience:

SSM Health

Senior Systems Telecom Engineer

2018-2020

Netelligent/Intervision Corporation

Tier 3 Network Collaboration and Security Support Engineer (current); Former Head of Change Mgmt

2013-2018

Contact this candidate